This company in our darkest hour took money from us under false pretences. They never had any intention of bringing our brother home to die. They took €34k and tried to take another €22k. Do not use t... Zobacz więcej
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
We zijn zeer tevreden over EMS. Mijn moeder is opgehaald in Zuid-Spanje en na een goed verzorgde rit van 25 uur waarbij er continu een verpleegster naast mijn moeder zat is ze in Nederland naar het... Zobacz więcej
Reakcja na opinię
All the arrangements are carried out by EMS including speaking to the appropriate hospitals. The first date for therepatriation was not kept so it had to be arranged the following day which meant the... Zobacz więcej
Reakcja na opinię
Liebes EMS-Team, ich möchte mich für den perfekten Rücktransport bedanken. Von der ersten Kontaktaufnahme am 26.12.2025 bis zum Transport am 27.12.2025 um 10 Uhr morgens vergingen... Zobacz więcej
Reakcja na opinię
Informacje dotyczące firmy
Napisane przez firmę
At EMS Air Ambulance & Medical Repatriation Ltd, we are more than just a company; we are a team of dedicated professionals with a deep commitment to provide world-class medical care. Our mission is clear: to deliver the highest quality (air) ambulance and medical repatriation services while emphasizing the importance of compassion and empathy during times of crisis. Our Promise: The health and safety of our patients is our primary concern at EMS. We pledge to make every patient a priority, every journey a testament to our unwavering commitment to quality care, and every mission a demonstration of our dedication.
Need fast, reliable medical transportation?
Napisane przez firmę
- EMS will take care of it
- We’ll get you home safely, with expert medical care every step of the way. Bed-to-bed service.
Dane kontaktowe
84 Brook Street, W1K 5EH, London, Zjednoczone Królestwo
- +442045861000
- info@ems-ambulance.com
- ems-ambulance.com
3,9
Dobra
107 recenzji
Zaprasza klientów do wystawiania recenzji
Ta firma zaprasza swoich klientów do recenzowania niezależnie czy to dobre, czy złe recenzje
Odpowiada na 7% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
Contact was vlot en efficient
Contact was vlot en efficient. De aanbieding was snel beschikbaar. Gelukkig voor ons besloot onze reisverzekering het transport af te handelen en hadden wij de diensten van EMS niet nodig maar de eerste indruk was goed
15 września 2025
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Geachte heer Ligthart,
Hartelijk dank voor uw mooie review. Fijn om te horen dat de reisverzekering het transport verder heeft opgepakt en uitgevoerd. Soms wordt dit proces vertraagd waardoor mensen toch bij onze diensten uitkomen. Om die reden reageren wij ook altijd snel, omdat wij begrijpen hoeveel stress en ellende dit wachten voor patiënt en familie met zich meebrengt.
Wij vinden het fijn dat u de moeite heeft genomen een review voor ons achter te laten. Bovenal wensen wij de patiënt een goed en voorspoedig herstel!
Hartelijke groet namens het team van EMS
Outstanding Service and Support
First class service from start to finish OUTSTANDING SERVICE
3 września 2025
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Mr. Rees,
Thank you so much for your kind words and for placing your trust in our road ambulance service. A very safe and comfortable way of transporting patients, even over long distances.
We are truly grateful for your feedback and delighted that we could support you. We wish the patient a smooth and speedy recovery.
Warm regards on behalf of your EMS-team
From Athens to Barcelona it was a…
From Athens to Barcelona it was a smooth transition bed to bed
9 września 2025
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Mr. Klipper,
Thank you sincerely for your 5-star review and for the trust you placed in us during your transfer from Athens to Barcelona.
We are very pleased to hear that the entire journey went smoothly, bed to bed, as this is exactly what our team works hard to ensure: safe, seamless, and professional repatriation with the utmost care for our patients.
On behalf of all of us, we wish you a smooth and speedy recovery.
Warm regards, your EMS-team
Dear Team
Dear Team
first of all a huge thank you for your efficiency, friendly and supportive assistance with booking an ambulance for my husband James Ede and getting him back to London for treatment on Friday last. It was a huge relief to have your medical ambulance team taking over the task of getting him back to the UK following heart failure in France. It was complicated by difficulties in getting him admitted for further treatment in a suitable hospital but the Cleveland Clinic is proving an excellent choice and he is getting good treatment and a restful environment.
Thank you so very much, best wishes Serena Ede
I would have no hesitation in recommending your company to others in the same predicament.
9 września 2025
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Mrs. Ede,
Thank you so much for your kind words and for placing your trust in EMS. We are delighted to hear that our team could assist in making such a stressful situation more manageable for you and James.
Providing a full bed-to-bed service—so families can focus on their loved ones without having to worry—is exactly what we strive for, and it is wonderful to know that this made a difference for you. We sincerely hope James continues to recover fully and enjoys the best possible care at the Cleveland Clinic.
Your recommendation means a great deal to us, and we are always here should you or your loved ones need assistance in the future.
With best wishes,
Your EMS Team
They were excellent
They were excellent
Five stars
I was stuck in Santa Fe, NM with a triple fractured ankle.
They got me home to Corpus Christi, Texas
flawlessly bed to bed.
2 września 2025
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Harold,
Thank you so much for your kind words and 5-star review.
We are very pleased to hear that you felt well taken care of during your air transport from Santa Fe to Corpus Christi.
Our team always strives to provide a truly seamless bed-to-bed service, including ground ambulances at both ends, so you can focus on your recovery while we handle every detail.
We wish you a smooth and steady recovery.
Warm regards on behalf of the EMS-Team
The care and compassion from your…
The care and compassion from your company with my husband’s repatriation from USA was incredible and we wouldn’t hesitate in recommending you with a 5 star rating. We were kept informed every step of his journey and nothing was too much trouble.
31 sierpnia 2025
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Pauline,
Thank you sincerely for your wonderful 5-star review.
We are truly grateful that you entrusted us with your husband’s repatriation from the USA. It means a great deal to us that you felt cared for and well-informed throughout the entire journey.
Our team is dedicated to making every step as smooth as possible, and it is very rewarding to know that our efforts provided you with peace of mind during such a challenging time.
Thank you again for choosing our services and for placing your trust in us. We wish your husband a continued recovery and good health.
Warm regards on behalf of the entire EMS team
Seriös, schnell, verständnisvoll und kommunikativ
Die Reaktionszeiten waren super schnell, das Team nahezu ausschließlich deutsch sprechend, alle Nachfragen wurden zur vollsten Zufriedenheit sehr zeitnah beantwortet, auch während des Rücktransport bestand eine dauerhafte Information. Der Service war vollumfänglich, was die Kosten sehr schnell relativiert.
25 lipca 2025
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Sehr geehrter Herr Wirth,
vielen Dank für Ihre freundliche Bewertung und Ihr Vertrauen in uns, die Patientin sicher nach Hause zu bringen.
Wir können gut nachvollziehen, dass die Kosten im Vorfeld hoch erscheinen, doch wie Sie selbst erfahren haben, sind mit einer medizinischen Rückholung sehr viele organisatorische und medizinische Schritte verbunden. Umso mehr freut es uns, dass Sie die Leistungen in Relation zu den Kosten sehen.
Wir hoffen sehr, dass sich die Patientin gut erholt hat, auch wenn die Erkrankung vielleicht noch eine gewisse Zeit nachwirkt.
Ganz liebe Grüßen, Ihr EMS-Team
Sehr gute profesionelle Abwicklung
Sehr gute problemlose profesionelle , pünktliche und freundliche Durchführung.
30 czerwca 2025
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Vielen Dank für Ihre schöne Bewertung. Wir haben uns sehr gefreut, Ihnen behilflich sein zu dürfen, und danken Ihnen für Ihr Vertrauen.
Im Namen des gesamten EMS-Teams wünschen wir Ihnen alles Gute
Very happy wih the complete service…
Very happy wih the complete service they provided.
Needed to have my mother transported back to the US from Milan, Italy.
Clear communication, professional and friendly staff in the office and nurse/doctor on the flight.
Would recommend to anyone. They took all the hassle away from us and dealt with the hospital in Italy, the ambulances on both sides.
2 sierpnia 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Robert,
Thank you so much for your kind words and 5-star review.
We’re glad to hear that our team was able to make your mother’s journey from Milan to the US as smooth and stress-free as possible. Clear communication and compassionate care are at the heart of what we do, and it’s rewarding to know this came through in your experience.
On behalf of the entire EMS-team we wish your mother a continued recovery and greatly appreciate your recommendation.
Ervaringen van een EMS-chauffeur
Ook ik voel mij toch een keer geroepen om een review te schrijven over EMS-ambulance.com.
Na jaren gewerkt te hebben als o.a. ambulancechauffeur bij Nederlandse ambulancediensten keek ik na mijn pensioen naar mogelijkheden om niet hele dagen thuis te zitten.
Ik kwam toen in contact met EMS-ambulance, die op zoek waren naar ambulancechauffeurs voor repatriëringen van patiënten uit heel Europa. Dit leek mij wel wat en na enkele sollicitatiegesprekken wilde men graag met mij en ik met hen in zee.
Tot nu toe heb ik geen enkele spijt gehad van mijn beslissing. Ik rijd samen met geweldige collega’s door heel Europa. Voor langere afstanden reis ik met een 2e chauffeur en minimaal 1 verpleegkundige. Als de situatie ernstig is kan er ook nog een 2e verpleegkundige mee rijden of een gespecialiseerde dokter.
Buiten de ambulances beschikt EMS-ambulance ook nog over 2 MICU’s. Deze afkorting staat voor Mobiele Intensive Care Unit. Deze beide voertuigen zijn erg uitgebreid uitgerust om ernstig zieke patiënten op efficiënte wijze te behandelen en vervoeren. Ook hiervoor beschikt EMS-ambulance over diverse ervaren en gekwalificeerde specialisten.
Ook de blijheid van patiënten, op het moment dat wij bij hen komen in een buitenlands ziekenhuis is fantastisch. Vaak ligt men in een ziekenhuis in een land waar men de spraak niet machtig is en is onduidelijk, wat men precies mankeert.
De geruststellende gedachte dat nu echt het transport gaat plaatsvinden in uiteraard heel fijn voor deze mensen. Ook de wijze waarop onze enthousiaste, gekwalificeerde verpleegkundigen in gesprek gaan met de patiënt en hun familie geeft veel voldoening.
We transporteren mensen door heel Europa en niet alleen naar Nederland. Ik heb inmiddels bijna alle landen in Europa wel bezocht met de ambulance. Naast transporten met de ambulance doet ems-ambulance ook repatriëringen middels lijnvluchtbegeleiding van de patiënt, via privévliegtuigen en speciale ambulancevliegtuigen. Ook hier zijn de mensen erg tevreden over.
Ik ben nog steeds erg blij en gelukkig met mijn werkzaamheden voor EMS-ambulance en ik hoop dit nog jaren te kunnen blijven doen.
Peter.
6 sierpnia 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Beste Peter,
Dankjewel voor je leuke review.
Dit geeft mensen, die mogelijk van onze dienstverlening gebruik willen maken, een mooie inkijk in jouw werk op de ambulance.
Wij vinden het vooral fijn dat je nog even betrokken en bevlogen bent in het uitvoeren van de transporten per wegambulance als altijd! En we gunnen alle patiënten een chauffeur zoals jij, met aandacht en toch ook een beetje humor waar het kan.
Op naar nog vele veilige kilometers, mooie transporten en bijzondere verhalen!
Hartelijke groet namens je collega's van EMS
I'm glad EMS exists as a company.
I'm glad EMS exists as a company.
We weren't helped by our insurer.
Fortunately, EMS and their team handled the situation very professionally and brought my father back to the Netherlands.
EMS also immediately ensured they found a hospital in the Netherlands for my father's further care.
20 lipca 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Mr. Koks,
Thank you for your kind review and rating.
We are glad that we were able to be of service to you, where unfortunately the insurance company failed you. Not to mention the situation in the hospital where we found your father.
Arranging the bed in the receiving hospital is part of our bed-to-bed service, of course.
We thank you for your trust in us and wish your father a speedy and good recovery.
Warm regards on behalf of the entire EMS-team
this company needs to be closed
this company needs to be closed, i can’t begin to explain how horrific the experience was. we used them to transport my brother from overseas back to london, at first the team seemed professional and responsive. then once we paid it began to all go downhill from there. the team at EMS lied continually throughout the whole process, they wasn’t answering the phone, they delayed us 3 times on the days they was suppose to be collecting him from the hospital, they informed us the private ambulance would collect him so we was expecting their ambulance of course, instead they sent a taxi! forgetting to mention he has broken pelvis and many other bones as to why he needed a private ambulance to stay flat.
and then informed us if he doesn’t get in the taxi that’s the only form of transport for 30km until he can then get into the ambulance. we had to get him into the taxi panicking and risking further damage to just get him to the ambulance, and once we finally got to the ambulance it began to get even worse, asking my mother who was in the ambulance with my brother to smuggle alcohol through borders, they never had any medications on board, the ambulance wasn’t even a private sign written once it was a standard turkish ambulance. it was dirty, they slept on lay-bys when they was suppose to switch teams so ambulance kept going.
they couldn’t have been any worse, honestly would be the biggest mistake of anyone using them it was a tragic experience and left us all very disturbed by what went on, and i can’t even go into detail if everything as there’s pages and pages of what went on with ems. please don’t use under any circumstances
1 czerwca 2025
Opinia niezależna
Fraud and unprofessional
I paid advance like they asked by wire transfer with a promise to provide service within 3-4 days. Never made any progress, no communications on status, when I reach out after several attempts, they asked for full payment. The hospital and other agencies I was working with noticed their fraudulent/incompetent behavior and decided to request refund which they agreed initially. It's been 7-8 months since then. Everytime one person picks phone and say matter is in review by their Compliance department, and there is no way to contact them, and they will never call you back. They will never respond to emails, they never provide any documented communication. Person receiving the phone repeats same one or two sentences and hangs up. They are good at misleading people in vulnerable condition, and they have no ethics.
STAY AWAY FROM THIS COMPANY.
Update:
So many incorrect statement in your reply. No progress was made in those few days except you asking for more payment. The hospital and other parties involved didn't want to continue with seeking your service after patient was able to travel again. We asked for the refund and you are reviewing it for several months with zero communication regarding that.
What is the status of the refund?
24 lipca 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Mr. Jha,
We are disappointed to read your review, as it does not accurately reflect the facts surrounding your case and the efforts made by our team. We would like to address your concerns directly and provide a clear understanding of the situation.
Regarding your expectation of a 3-4 day transport window:
While we understand your desire for a swift transport, we must clarify that the transport could not be executed within your requested timeline due to pending payments and the gradual nature of the planning process. Your review suggests that we promised to complete the transport within 3-4 days, which we would have loved to do, but the necessary payments were not finalized in time to secure the booking.
Here is the full timeline of events for clarity:
25th November: We received the first inquiry from the hospital representative regarding the possibility of a transport.
26th November: The family indicated they did not wish to receive a formal quote.
9th December: The case was reopened, and a free quote was provided to you.
9th December: You accepted the quote and provided a partial payment of $3,000.
15th December: The patient’s condition worsened, requiring readmission to the ICU, making the scheduled medical escort onboard a normal commercial flight no longer feasible.
It is essential to highlight that the delay in the transport was due to the incomplete payment, which prevented us from finalizing arrangements for the flight in the first place. We cannot proceed with transport without full payment, as stated in our terms and conditions, which were communicated to you. The inability to move forward was not a result of any failure on our part, but rather the direct consequence of this outstanding issue.
Furthermore, the assertion that we misled you or engaged in fraudulent behavior is completely unfounded. Our team responded promptly at each stage of the process, and we maintained consistent communication with you regarding the status of the case. We regret the lack of clarity in some of these interactions, but we maintain that you were informed on multiple occasions that the transport could not proceed until the payment was fully received.
It is unfortunate that your expectations were not aligned with the reality of the situation. We understand that the patient’s health has been a serious concern, but the facts remain that without full payment and with the patient’s deteriorating condition, the transport could no longer proceed as initially planned.
Sincerely, EMS
Logistics of emergency medical transport. The convenience of not having to handle…
The convenience of not having to handle the many detailed logistics myself made this service exceptionally smooth. The team responded to my emergency medical situation with understanding, calm and courtesy. I needed to be transported back to my home for surgery on fractured limbs so could not fly on a commercial flight. They not only handled ground and air transport, medical communications with doctors/hospitals, transfer of records, but also airport security and customs clearances. They picked me up at the hospital in Canada and delivered me to my home hospital in the U.S. I was able to handle the paperwork through my smartphone. It did take 3 days to complete the transport but the only delay that wasn’t communicated expeditiously was the mechanical problem with the plane which couldn’t have been know until the morning of the flight home. Another plane was sent out and I still arrived home that evening. The medical crew on board and the pilots were all professional, kind, reassuring. I can highly recommend this service to anyone who needs to repatriate during a medical emergency.
5 lipca 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Julie,
Thank you so much for taking the time to share your experience, it really means a lot to us. Your review not only helps us improve but also helps others who may be in a similar situation find the right support when they need it most.
We’re sorry again for the delay due to the unexpected technical issue with the aircraft that morning. These things can sometimes happen, but we’re glad we were able to sort it quickly and still get you home the same day.
We’ve shared your kind words with the team, and it truly encourages everyone involved — from the coordinators to the pilots and medical crew. Thank you for placing your trust in us during such a difficult moment.
We’re wishing you all the best with your recovery and hope things go smoothly from here on.
Warm regards, your EMS-team
I would just like to thank everyone…
I would just like to thank everyone involved with my dad's medical repatriation back to the UK after suffering a stroke whilst in spain. Admin staff were excellent with sorting out a bed at his local hospital and keeping me updated on a regular basis , and also to the medical crew that looked after him whilst being escorted home , very efficient and professional. Excellent service from the moment I contacted them to his safe arrival back to the UK, thank you all
Elizabeth Read
14 lipca 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Ms Read,
Thank you for your kind words and for placing your trust in EMS. We are truly grateful for the opportunity to support you during such a challenging time.
This is exactly what we strive for—taking care of every detail, so that families like yours can focus on what truly matters.
We are glad that your father is now back in the UK where he is receiving appropriate care and we sincerely hope that there will still be recovery to some level.
Warm regards, your EMS-team
Great Experience with EMS Ambulance
EMS Ambulance provided excellent service throughout my experience. The staff were professional, caring, and communicated clearly at every stage. The transport was safe, comfortable, and well-organised. I highly recommend EMS Ambulance for anyone needing reliable medical transport.
15 lipca 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Lucas,
Thank you very much for your kind words and for taking the time to share your experience.
This is exactly what we do. Our teams are committed to providing safe, comfortable, and well-coordinated medical transports, and it’s great to hear that this was reflected during your journey.
We wish you a good and smooth recovery and hope you won’t need our services again — but should you or someone close ever require assistance, we’re always here to help.
Warm regards,
Your EMS-team
The service is first class
The service is first class, They show up on time and are fully prepared. The entire medical care ultimately involved four major surgeries and the round trip ems transport went entirely without a hitch and involved both a commercial flight with medical accompaniment and a private jet return also with medical accompaniment. Both flights from my home to Sedona and my return flight from Sedona to Seattle Virginia Mason hospital were "bed to bed". Flawless
1 kwietnia 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Mr. Peterson,
On behalf of our entire team, we would like to sincerely thank you for choosing our services and for taking the time to share your 5-star review.
We are very pleased to hear that everything went flawlessly, especially considering the complexity of your medical situation. In cases like yours, nothing can be left in between, and we are grateful that our team's efforts met your expectations from start to finish — both during the commercial flight with medical accompaniment and the private jet return.
We will make sure to pass on your kind words to everyone involved. Most importantly, we truly hope that you remain in good health and will not require our services again.
Wishing you all the best going forward.
Warm regards, the EMS-team
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Wilson Diogo,
We regret to hear about your experience.
We take all feedback seriously and made an effort to request additional information in order to identify and review your case since we cannot relate your name to any medical transport carried out by us.
Unfortunately, no details were provided within the given timeframe, which prevents us from addressing your concerns appropriately.
Sincerely, EMS
False promises and atrocious customer service
I hired EMS to urgently bring my mother — who was in intensive care in Poland — back to the UK. EMS knew the urgency and severity of the situation. Instead of acting responsibly, they exploited our desperation.
We chose EMS over other repatriation services because they guaranteed they could pick up my mother by 5:30pm CEST that same day. They confirmed in writing that everything — including flight permits and paperwork — was in place. But EMS never showed up. It quickly became clear they had no intention of doing so.
For 15 agonizing hours, EMS strung us along with false assurances. When we made our booking with EMS we were told that the plane was in Austria waiting to pick my mum up. Communication from EMS after they received payment was nonexistent and we had to call to receive any sort of update on the progress of the air ambulance. The representatives that we spoke to were extremely rude to us for daring to ask for an update throughout. EMS assured us that the air ambulance would arrive on time and would be with us shortly. Then after the agreed time passed, that the plane would be there at any moment. The hospital had already discharged my mother at this point based on the assurances made to us.
You can imagine our shock then, when hours after the air ambulance was due to arrive, we called and were told that the plane was actually in Switzerland. We were then told that the air ambulance couldn’t take off because it was raining. Rain was extremely light at the time in Zurich and when we spoke to the air ambulance company that actually successfully got my mother home, they told us that rain as an excuse for why a plane can’t take off is “ridiculous”. Even after the rain stopped, when we spoke to EMS we were told that they were waiting for permission to take off, despite the fact that before sending payment for our booking with EMS we asked if all permissions and requirements had been sorted and were told that they had. Then hours later when we called, we were told that the airport was closed and so the plane could not take off until the morning.
We slept overnight in the hospital, believing that the plane would be arriving imminently, however when we spoke to someone on the phone, were told that the plane could not fly to us because the finance team hadn’t checked our payment. We transferred the money over 12 hours prior to this and had provided proof of payment as we’d been requested to by EMS. We were told that the finance team did not start working until midday and so the air ambulance would be allocated to someone else.
Hours later, EMS finally admitted that the earliest possible repatriation would be three days later, on 15th May — well beyond the urgent timeline they had guaranteed. This delay could have cost my mother her life and we were told by the doctors that she only had hours to live whilst we were waiting. It seems very clear that EMS had no intention of arriving at the agreed time, and made false guarantees in order to get us to transfer money to them. It has been over a month and EMS have still not refunded the substantial funds I sent to them for a service that they never provided and I have not even received a response to my demand for a refund.
On top of this extremely traumatic ordeal which my family was put through by EMS, they have the worst customer service I have ever had the misfortune to experience in my life. I have never seen customer service representatives talk to customers in such a rude and uncaring manner, which is particularly shocking given that EMS is a company that presents itself as a medical repatriation provider.
Our experience — along with numerous negative Trustpilot reviews and a BBC investigation
— suggests this kind of dishonesty and delay is part of a disturbing pattern.
11 maja 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Jamie Gosnell,
We take all reviews seriously — especially those relating to critical and sensitive services such as medical repatriation. However, after a detailed review of our records, we must clarify the following:
We do not have any client registered under your name, nor have we engaged in any contract or correspondence with an individual by that name. Furthermore, we have noted that an identical review has been posted under a different name on another platform, which raises questions about its authenticity and intent.
We believe, based on the timeline described, that this may refer to a case where a quote was issued on May 5, the first full conversation with the family took place on May 11, and payment was only received approximately 45 minutes before the scheduled aircraft departure. While we cannot confirm this definitively — as your identity and connection to the case remain unverified — we feel compelled to respond to the narrative being presented:
Unrealistic Timeframe: Organising an air ambulance repatriation involves extensive coordination — including medical clearances, crew readiness, flight permits, ground transfers, and hospital handovers. It is not operationally feasible to execute such a service within a 45-minute window after receiving payment. Suggesting otherwise demonstrates a misunderstanding of what this complex process entails.
Flight Operations and Weather: Aviation decisions are guided by safety and regulatory requirements. Reports that weather was "light rain" or that the plane was “waiting in Austria” are misleading and inconsistent with actual procedures and logistics. If a delay occurs, it is due to legitimate operational or regulatory constraints — never due to a lack of intent or planning.
Communication: Our team was in contact with multiple family members and provided updates throughout. While we understand the emotional strain that such situations place on families, we must stress that our staff conducted themselves professionally under pressure and with the aim of supporting a safe and smooth transfer.
Multiple Providers Involved: We are aware that the family had been in contact with other repatriation companies in the days leading up to the transfer. This parallel communication creates unnecessary complexity and compromises clarity — particularly around expectations, timelines, and logistics.
In summary, we strongly reject the claims made in this review. EMS Air Ambulance acts in the best interest of each patient and their family, ensuring all necessary steps are taken to provide safe and legally compliant medical transport. Anonymous or duplicate reviews containing false or unverified information do a disservice to both our team and to those seeking help in genuine emergencies.
We remain committed to transparency, professionalism, and the highest standards of care.
Sincerely, the EMS team
Really a 0 star review
Really a 0 star review. I don’t know how the people who work for this company sleep at night. I hired this company to transport my mom from Mexico to the US believing they would help organize and communicate with the hospital in Mexico and find the hospital in the US. But it was my aunt and I that had to push the hospital in Mexico to provide information. And I had to figure out hospitals in the US for my mother. My mother ended up passing away. I called to cancel, my biggest mistake, I should’ve emailed, not that it would’ve mattered. Minutes after the phone call, I received a rushed booking confirmation with no location set for transport other than “Los Angeles”, no hospital confirmation, no bed confirmation (which they claimed was the last thing pending to get her transported). They did not work with the local hospital, did not define a hospital they were taking her to, and did not transport. I am not rich by any means. The money I paid them was my livelihood, but it was my mother. And now I’ve lost her and my savings. They have since stopped returning my emails, when I call they say there’s no phone for their compliance department, but that it takes 30 business days for them to process and investigate. The 30 days have come and gone and I have received no update. This is textbook scam. I will never forget the feeling of being pressured to click on the accept quote button from the manager. “I need you to scroll down and press the accept button”. I was asking questions and he would just repeat, “scroll down and press accept”. Looking back now, I cannot believe I went with this company. But my mother was dying. They know this. These are predators. Do yourself a favor and avoid this company. Reach out to the local embassy or consulate, they have a list of legitimate and cheaper air ambulances you can reach out to. If your country does not have an embassy or a consulate reach out to a neighboring country’s embassy. For example, if you’re from the US, you can reach out to the Canadian one. I unfortunately did this too late.
26 marca 2025
Opinia niezależna
Odpowiedź od EMS Air Ambulance & Medical Repatriation Ltd.
Dear Ms. Garcia,
We would like to first extend our deepest condolences to you and your family during this very difficult time.
However, we respectfully find it important to clarify the facts of the case based on our detailed records:
On March 23rd, the quotation for the requested transport was provided.
On March 24th, the quotation was formally accepted, and the invoice was sent.
On March 25th, payment was received, and our operations team began immediate preparations for the transport.
Starting on March 25th and continuing into March 26th, despite numerous attempts from our medical and coordination teams, the treating hospital in Mexico repeatedly refused to cooperate and declined to share the necessary medical documentation required to safely execute the transport. Our team also communicated extensively with your family to gather any missing medical data and hospital contact information.
Parallel to these efforts, our team actively contacted several receiving hospitals in Los Angeles to secure a hospital bed, working within both your preferences and insurance network limitations.
On March 26th, during the coordination process, we were informed that the patient had sadly passed away. Despite receiving contradictory information shortly afterward indicating the patient was still alive, it was later confirmed that the patient had indeed passed.
Upon notification of the cancellation, the standard cancellation and refund process was initiated. As clearly explained during our multiple phone calls and email exchanges, refund cases are reviewed by our compliance department according to the signed terms and conditions, with a review period of up to 30 business days.
We fully understand the emotional distress involved in such circumstances and the urgency with which you sought help. Our team made continuous and immediate efforts to coordinate both internationally and domestically to ensure your mother’s timely and safe transport. Unfortunately, despite our best efforts, several external factors beyond our control directly impacted the outcome.
We remain fully committed to transparency, fairness, and empathy in each case we handle. Should you wish to further discuss your case, we remain available through our compliance department.
Kind regards on behalf of the EMS-team
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